Questions posted on the Forum
Hello Team, Is there a way to see all the question/queries/request that i have initiated so far and the responses to them in a single window ? Regards Solomon
jquery/ajax with field/form rules
Is there a way to use jquery/ajax in field/form rules? I'm trying to find a way to automate service request actions and am having issues. Ideally, I'd have a custom trigger to use, but we don't have those in service requests.
Launch SDP Mobile App from another App
We would like to launch Mobile App for SDP on (IOS & Android) from our University App. what will be app schema to launch SDP Mobile APP from within another Mobile App. Thanks, Javeed
Getting Error in schedule report
Hi We have schedule some reports and was enable to get that. Every time we need tor refresh and get. None of the scheduled report run until we manually go and refresh it.
Upgrade from 9302 to 9303 or 9304 fails
I am getting really good at the rollback process. I have performed at lest eight trying to upgrade to build 9303 and after that failed to build 9304 that is also failing. After the latest failure, I left the system in it's failure state hoping there is some information I can retrieve to tell me why it fails. I am using the 64 bit version of the software running on Windows Server 2008 R2 Standard with a Microsoft SQL Server 2014 database running on Windows Server 2012 R2. H E L P ! ! ! Update: Now
Outlook Converstation/ Subject Line Matching
Hi If two people send emails to ManageEngine that are part of the same email conversation and have the same Subject Line, can they be linked together automatically, rather than being logged as separate tickets? Most other helpdesk software can do this.
e-mail id(s) to notify
We recently upgraded to 9.3 Build 9301. Since then, we can no longer remove entries in the e-mail id(s) to identify field whereas we could previously. End users tend to duplicate their own addresses in that field or sometimes enter an invalid email address. We must have the capability for removing entries in that field. Currently, we can remove the data in that field, click save, and not receive any error message. But, the data is still there. Please advise. Thank you, Brian D. Meer
Elasticsearch / Logstash / Kibana for ManageEngine Apps Manager
Hi, We are looking to pull data from Manage Engine into the ELK stack in order to get better charting, event correlation between Manage Engine and other APM tools, etc. The ELK stack is great and it uses Logstash to pull the data from ME, will send it to Elasticsearch for indexing and uses Kibana as a way to query and graph data from Elasticsearch. Has anybody tried to poll data from the Managed Server API with Logstash? The way Logstash works is based on a conf file that has input, filter and output
Scroll Issue
Browser: IE11 Screen: All screens Issue: Now and again i will be working on the servicedesk and when scrolling with the scroll wheel it wont scroll, i have to use the vertical scroll bar to navigate. To fix this i have to close the servicedesk down and reopen, any assistance would be greatly appreciated.
Agent not Communicating with the server
Dear Support, We are facing failed scan error after moving our SDP Server to DMZ Pool. All Devices and workstations are communicating nicely which are in DMZ Pool. In other VLAN's we are experiencing the scanning problem. List of Pool DMZ Pool: 172.16.0.0 LAN: 172.17.10.0 WLAN: 172.17.11.0 Printer and other SNMP : 172.17.12.0 Please Help us out in this regard. Error Log for your reference [10:56:43:640]|[03-28-2017]|[com.adventnet.servicedesk.asset.action.WSAction]|[INFO]|[92]|: Form passed is :
Asset Scans not working for HP 6500 model laptops
Good morning. We are unable to scan 2 models of HP laptops on out network. The are the HP Probook 6560b and HP Probook 6570b. We cannot scan from the server because it is located within our DMZ for public access. We need to be able to have clients report into the server. The HP model 6560b and 6570b laptops are not doing this. Every other model of laptop and desktop we have is doing this without issue including other models of HP laptops. We can see the laptops however they will not report back.
Reply "To" Field Not Populating
I previously didn't have an issue but now it seems I cannot get the "To" field to populate when hitting the "Reply" button. I am submitting a request as a Requester, and once I go to the application and hit "Reply" (Figure 1), the dialog appears and the "To" field is not populated. I'm not sure why. The requester submitting the request has a valid e-mail address configured. Figure 1 Figure 2
Self Service Portal installs from Desktop Central with request
Hello, I am looking for any information about Requests that are generated from the Desktop Central Self Service Portal in Service Desk. 1) What configurations can we set? 2) Can requests stay open after install? 3) Any way to have a different template assigned for different software? Thanks.
Cannot Integrate with Desktop Central
Greetings, I've setup the Desktop Central integration inside of Service Desk Plus. The two can see each other and communicate. I'm using Active Directory authentication for both SDP and DC. I've changed my synced AD account in SDP from a requestor to a technician. When trying to turn on the MDM settings in the technician settings, I check the box, select admin and save. SDP reports the save as successful but it doesn't really save. I cannot see the Desktop Central buttons in SDP and if I go back
End user survey
I would like to advice about the end user survey.if a user gives a rating of "1 - Poor", I wants to provided another page for asking which service type (checkbox selected) and text box for them to lodge thier complaint. If there is not, is there something to be sending a survey from a different site or another option? Thank you so much
Template categories
Hi, As a requester how do I access this? As a Technician how are templates categorised ? (embedded image below)
Not Able to start manageengine adselfservice windows service
Hi, I am not able to start adselfservice windows service after upgrading to build 5327.
Add Link in Email for User to Change Priority
I am wondering if there is a way to have a link in the email when a user emails the helpdesk and a new ticket opens to link back to the case where they can update the status? We have a lot of users that email the helpdesk and they get the priority of normal but I would like to be able to link to their case so they can update the status. Is this possible?
10.0.56
I've just updated to 10.0.56 Enterprise and I've noticed that it's missing the remote command prompt and remote event viewer but they are on the Free Edition 10.0.56. Stephen Fowles 3rd Line Support Technician North West Ambulance Service - NHS Trust
Got an error without settings..
Email is received from a new mail id. Configuration is set as NOT to receive email from new email addresses. Hence going to drop this email. Content of the mail. From Address : [ email ID] ..... Hi All, I got above error while checking system logs and need resolution on this. I have not set any rules for external email block. - RR
Replacement of "current" patches by Desktop Central
I have the following problem: I run patch tasks per APD once per month: 1x for testgroup and 2 weeks later 1x for all productive systems when no errors occured. My problem: Last week I deployed the latest Chrome version to my testgroup. Now I see that few days later Desktop Central has replaced this version I was just testing and which I want to go "live" next week. This is now impossible for me. Could you maybe keep the last 1-2 versions/patches of a program in the patch management? You now provide
Notification Bug
We are using 9.3 Build 9304. When resolving a ticket, if any compulsary fields are missing the ticket remains Open, but if you then go back and fill these in and then try to Resolve the ticket again, the Resolution notification email is not sent to the user.
DC Service is Stopped
Hi, DC service suddenly stopped even after I restart it turns back to square one. I have restarted the system and also tried everything to make it running but couldn't have any success. regards, Shahzad
Where does the time used in time stamp of email response in Service Desk Come from
I have one technician who when he replies back to email in a ticket the time stamp is one hour off. I have confirmed that the time is correct on ticket creation, and when I reply back to email the time stamp is correct. Does this time stamp come from the local computer? His clock on his computer is correct, but could it be the time zone or daylight savings settings are throwing the time off? He is in the Eastern Standard time zone, same as I am.
HP laptop agents will not communicate with server properly
Hello. We have two models of HP laptops here at our company which will not communicate with the server. We can send an asset scan request to them however they will not return the request like they should. We cannot get the asset information from them that we need. All other models of laptop seem to be communicating normally. The models we are having problems with are the HP Probook 6560 and 6570. I haven't been able to get much help on this and need to get this resolved. Is there a setting on that
Project Milestone Comments
Hello, An employee has a project with multiple milestones. They have added comments to a milestone that they now cannot see. Their project role is Project Manager. It seems only Project Admins are able to view the comments they have added. Is this how this is supposed to work? Someone can add notes to a milestone on a project they own but won't be able to then see those comments unless their project role is Project Admin in the settings?
Permission denied
while user registration, self update, password change permission denied message is coming.
Backup Technician Assignment Failed or Overridden?
We have several business rules in effect, dictating that tickets with a certain category or subcategory be assigned to a specific technician, so that category X tickets go to tech A, category Y goes to tech B, and category Z goes to tech C. We also use the Scheduler to allow everyone to see when a particular tech is out, and for that tech to specify a backup so that all tickets will be assigned to someone else. I've seen occasions where this didn't seem to work, but didn't look into it. Today,
Can I create a script that updates the information of the assets that is in a table of another system.
I have a system which stores the inventory of computers, these computers have some configuration that the agent can not be installed and can not be analyzed through Service Desk Plus, but I need to create these assets in the SD database. can I create a script that updates the information of the assets that is in a table of another system? The first load I made it through an excel file but this is manual, I need a solution that can be scheduled to run once a week.
How to send an email notification to the technician when the request is overdue?
Can we set up SDP to send automatic email notifications to the technician when his/her tickets are overdue?
Cannot update additional asset details fields using API
I am trying to update an additional asset details field called "Room" and the description of an asset of type "Thin" named NX21655 by using the API. See XML below. The description is updated without any issues, but the field Room does not get updated. Why is that? <?xml version="1.0" encoding="UTF-8"?> <API version="1.0" > <citype> <name>Thin</name> <criterias> <criteria> <parameter> <name compOperator="IS">CI Name</name> <value>NX21655</value> </parameter> </criteria>
Database restore issue
I am migrating from one server to another. I have build 9304 on the old server and now the new server. The old server uses MySQL so I have installed MySQL on the new server. I have changed the DB on the new server to MySQL and all works ok I have created backup of the old server data and copied it to the new server I restore the data and eventually get an error Unable to resotre database ; null, message from server: "Data too long for column 'DESCRIPTION' at row 1" can you help me solve this? thanks
How about a way to reject messages if there is anyone but the various registered service desk email addresses in the to or cc field?
Team, We try to instruct our users to stop cc'ing people on tickets, but it's a tough sell... I'd love to be able to reject service requests if they have more than one recipient (that recipient being one of my registered service desk emails) AND I'd like to have an auto-generated message explaining, using my preferred wording, that the email has been rejected. This would really make the product stand out from your competitors. -Adam
Service Catalog Custom Trigger
Howdy, Is there any way to use custom triggers with service requests? We have some automation scripts that we'd like to apply when certain requests are created, but I can't see a way to make them kick off with service requests.
Reset administrator password for SDP 9.3
Hi, I share this new query that you have to launch if you wanna reset administrator password in SDP 9.3 or above Query update AaaPassword set password='$2a$12$fZUC9IK8E/AwtCxMKnCfiu830qUyYB/JRhWpi2k1vgWLC6iLFAgxa', SALT='$2a$12$fZUC9IK8E/AwtCxMKnCfiu' where password_id in (select ap.password_id from aaaaccpassword ap left join aaaaccount ac on ac.account_id=ap.account_id left join aaalogin al on al.login_id=ac.login_id where al.login_id=xx); Replace xx with the login id of the user. password: admin
log on users report is wrong
Dear friends I would like to check my specific users log on and count their log on status but when get this report it shows me wrong report and very old log on. what should I do?
Menu bar doesn't look right after 10.0.5 upgrade and 10.0.56 patch
After doing the update to 10.0.5 the top menu bar (Home, Configuration, Patch Mgt, Software Deployment) isn't displaying correctly. I've verified the issue is happening in IE, Chrom and Firefox). I've attempted to add a screen shot to this posting. To me it looks like the buttons are a little too big to fit in the space and Shouldn't the graphic show Desktop Central 10 since it's version 10? I've also installed the 10.0.56 patch which still didn't correct the issue. Please Advise, Shayne K
How to create a new query report
I need to identify all users in my PMP database, who has not been shared any resource or account access. i.e. inactive users. I went to Canned reports and custom reports and nothing gave me the impression that, any of the existing reports have been created for this purpose. Then I went to the query report tab, expecting to pick and select which fields I want to search for which values, but instead I faced a blank SQL query field. First of I do not have any DBA experience to cobble together a sql
Can a user change a ticket priority after they created it in the Self-Service Portal
Can a user change a ticket priority after they created it in the Self-Service Portal?
DC Server went down
Hello, I came into work today to my DC server being down. I logged into the server and restarted the service for the server and that did nothing. On a regular office work station it will load to the log in screen but will not let you log in. So, I did some digging and found that there was a hotfix made available recently. I was running version 10, so I downloaded the corresponding hotfix. Downloaded, and installed it and it didn't fix the issue that I am having. I also attempted to call the number
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